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Internet Banking and Bank Investment Decision: Mediating Role of Customer Satisfaction and Employee Satisfaction

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Intelligent Computing & Optimization (ICO 2021)

Part of the book series: Lecture Notes in Networks and Systems ((LNNS,volume 371))

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Abstract

This study looked into the effects of internet banking, staff, and customer satisfaction on bank investment decisions using certain Congolese banks. The ten surveyed banks were administered a total of 1800 questionnaire items, out of which 1500 representing 83.33% were considered. Using SPSS, SmartPLS, and Stata statistical software, the data was analyzed employing percentages of respondents, correlation analysis, and the System of Regression Equations approach. The overall findings have shown that internet banking and bank investment decisions have had a positive effect, and also customer satisfaction and employee satisfaction partially mediate the nexus between internet banking and bank investment decision, reinforcing prior studies and leading to generalization. According to the findings, the resulting recommendations are suggested to both individual and institutional investors: investors must be told that several factors can influence their investment decision-making, including customer satisfaction and employee satisfaction, and they should be aware of these factors.

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Author information

Authors and Affiliations

  1. School of Finance and Economics, Jiangsu University, 301 Xuefu Road, Zhenjiang, 212013, China

    Jean Baptiste Bernard Pea-Assounga & Mengyun Wu

Authors
  1. Jean Baptiste Bernard Pea-Assounga
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  2. Mengyun Wu
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Corresponding author

Correspondence to Jean Baptiste Bernard Pea-Assounga .

Editor information

Editors and Affiliations

  1. Faculty of Electrical & Electronic Engineering, MERLIN Research Centre, Ton Duc Thang University, Hồ Chí Minh City, Vietnam

    Pandian Vasant

  2. Faculty of Electrical Engineering and Computer Science, VŠB TU Ostrava, Ostrava-Poruba, Czech Republic

    Ivan Zelinka

  3. Faculty of Engineering Management, Poznan University of Technology, Poznan, Poland

    Gerhard-Wilhelm Weber

Appendix

Appendix

Questionnaire of the study

“Items questionnaire”

“Internet Banking (IB)”

“IB1. You feel confident while using the e-banking method to access money”

“IB2. Internet banking enables me to complete a transaction quickly”

“IB3. Online banking enhances your effectiveness in doing banking transactions”

“IB4. You find online banking useful”

“IB5. Online banking saves your time”

“Customer Satisfaction (CSAT)”

“CSAT1. I am satisfied with the transaction processing via E-Banking services”

“CSAT2. I think I made the correct decision to use the E-Banking services”

“CSAT3. My satisfaction with the E-Banking services is high”

“CSAT4. Overall, E-Banking services are better than my expectations”

“Employee Satisfaction (ES)”

“ES1. We are satisfied with the salary of this bank”

“ES2. We are satisfied with the promotion opportunity of this bank”

“ES3. We are satisfied with the job nature of this bank”

“ES4. We are satisfied with the relationship of my fellow workers of this company”

“Bank Investment Decision (BID)”

“BID1. My investment reports better results than expected”

“BID2. My investment in IT and Innovation has demonstrated increased cash flow growth in the past 5 years”

“BID3. My investment in technology innovation has a lower risk compared to the market financial products in general”

“BID4. My investment in sustainability activities has a high degree of safety”

“BID5. My investment proceeds will be used in a way that benefits society”

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Pea-Assounga, J.B.B., Wu, M. (2022). Internet Banking and Bank Investment Decision: Mediating Role of Customer Satisfaction and Employee Satisfaction. In: Vasant, P., Zelinka, I., Weber, GW. (eds) Intelligent Computing & Optimization. ICO 2021. Lecture Notes in Networks and Systems, vol 371. Springer, Cham. https://doi.org/10.1007/978-3-030-93247-3_31

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